Your KLM refund is taking forever…
You requested a full refund for cancellation, and now you are waiting. Maybe you just got a message from them explaining the situation, or maybe you haven’t yet heard back from them. Although all situations are different, there’s one thing you should know. In the EU these things are regulated. And, according to the law, your KLM refund should be paid within 7 days.
What to do if it’s taking longer than that?
KLM Refund Is Taking Forever: Step-By-Step Plan
Whenever an airline cancels a flight, they must offer you a refund.
For example, in the European Union if KLM cancels a flight they have to offer you a choice between a full refund and a new flight. It’s important to understand that sometimes you can only get a refund, but sometimes — refund and flight cancellation compensation.
Step 1: Contact KLM
Contact KLM customer support via their website.
Try and contact them via WhatsApp or Messenger.
Unless it’s something unexpected and huge, like a beginning of a global pandemic, they should be getting back to you in less than a week. If you don’t hear back from them after a week, send a few more messages. Repeat this after a few days, if that’s what it takes to get noticed.
Step 2: Contact KLM via Social Media
If you don’t hear back from KLM, use social media.
If after a couple of weeks of emails and WhatsApp messages, there’s still no response, use Facebook and Twitter to reach KLM. Remind them about the 7 day deadline. Refer to the Regulation (EC) No 261/2004, Article 5 and 8.
Step 3: Don’t Agree to Vouchers
Your KLM refund should be paid to your bank account.
You don’t have to accept KLM vouchers or coupons.
Step 4: Contact the National Enforcement Body (NEB)
There’s such an institution in every member state of the EU.
Contact the NEB of the country your flight is from. If your flight is from Germany, contact the Nationale Beschwerde- und Durchsetzungsstelle Fluggastrechte. If it’s a flight from a country outside the EU, contact the NEB of the destination country. You can find all the contact details of these organizations here on this page.
Learn more about this here.
While the third option is the most effective, it’s also the most time consuming. Almost always it takes around 2 months until the respective NEB comes to a decision. And then you have to wait until KLM makes a payment. For the best result, keep on reminding about yourself on KLM’s social media pages and using other channels of communication.
When Are You Entitled to a KLM Refund?
Under EU regulations, you are eligible for a full refund if KLM cancels your flight.
In the event of a flight cancellation, KLM must offer you a choice between re-routing (new flight for free) or refunding the full cost of your ticket. This applies regardless of the reason behind the cancellation and includes so-called extraordinary circumstances. Flight cancellation refund must be paid within seven days.
Any delay on the airline’s part in processing refunds is a violation of EU regulations, and passengers may consider taking further action.
What If You Cancel the Flight Yourself?
Are you entitled to a KLM refund if you cancel your flight?
If you cancel the flight yourself, the refund situation gets a bit more complicated. Here are some things to consider:
- Flexible tickets. If you’ve purchased a flexible ticket, you will likely be able to get a refund, but always check the airline’s terms and conditions to make sure.
- Non-refundable tickets. In the case of non-refundable tickets, you usually won’t be able to get a full refund. However, airlines may offer to refund the taxes you paid as part of your ticket price.
- Travel insurance. If you have travel insurance that covers cancellations, you may be able to claim a refund through your insurance provider, depending on the reason for cancellation.
- Cancellation within 24 hours of booking. Some airlines will offer a full refund if you cancel your flight within 24 hours of booking, as long as the booking was made at least 7 days before the flight’s departure.
- Exceptional circumstances. If you have to cancel due to exceptional circumstances, such as illness or a death in the family, the airline may offer a refund or credit for future travel; again, this depends on the airline’s policy.
Flight Cancellation due to Extraordinary Circumstances: Can You Get a Refund?
In the event of extraordinary circumstances, such as adverse weather conditions, airport staff strikes (not airline staff strikes and technical problems with the airplane), or safety concerns, airlines are not typically held responsible for the cancellation.
However, under EU regulations (Regulation (EC) No 261/2004), when an airline cancels a flight, they must still offer passengers a choice between a full refund and the option of re-routing. This means even if the cancellation is due to extraordinary circumstances, you are still entitled to a full refund.
Be aware that the refund should be processed within seven days. If you encounter delays in receiving your refund, do not hesitate to follow the step-by-step plan mentioned above.
What is your experience with KLM refunds? Have you ever received a refund from KLM? Share your experience in the comments!
Featured photo by Nataliya Vaitkevich from Pexels